| 1. How likely is it that you will recommed Intellitron to a colleague
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| 2. In thinking about your most recent experience with Intellitron, was the quality of customer service you received: |
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| 3. If you indicated that the customer service was unsatisfactory, would you please describe what happened? | | |
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| 4. The process for getting your concerns resolved was: |
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| 5. Would you please take a few minutes to describe what happened? | | |
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6. Customer Service Representative
The following questions pertain to the customer service representative you spoke with most recently. Please indicate whether you agree or disagree with the following statements
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| 7. Please rate the following characteristics of the service representative on a scale from 1 to 5, where 1 means poor service and 5 means excellent service. If you did not deal with a service representative, please select 6.
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| 8. How often do you use Intellitron's Website? |
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| 9. Overall, how satisfied are you with the website? |
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| 10. How likely are you to use the website again? |
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11. Would you recommend Intellitron's website to others?
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12. In your most recent customer service experience, how did you contact your Account Manager?
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| 14. About how long did you have to wait before speaking to your Account Manager? |
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15. Did your Account Manager ... (Select all that apply)
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16. About how long did it take to get this problem resolved?
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| 17. How many times did you have to contact customer service before the problem was corrected? |
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| 19. In addition to your Account Manager, did you talk to the Sales Manager when finalising your purchase? |
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| 20. How satisfied were you with the Sales Manager's performance? |
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| 21. Overall, how comfortable were you with the way Intellitron worked with you to determine the final price for your purchase? |
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| 22. Based on your overall experience, how likely would you be to purchase again from Intellitron? |
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| 23. What was the single most important reason for initially chosing Intellitron as a business partner? |
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24. Which of the following best describes your position within the company?
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25. In which state is your office located?
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26. Including yourself, how many employees work at this location?
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27. Which of the following best describes the primary business activity of your company at this location?
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28. If Intellitron conducted a direct mail campaign in the next 6 months, which of the following pieces do you prefer? [CHECK ALL THAT APPLY]
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| 29. How valuable would direct mail-outs from Intellitron be to your business? |
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30. How likely would you be to view our price list/obtain quotes from a third party if it were made available.
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| 31. Why would you be unlikely to consider a third party quoting system like this online? |
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| 32. In considering the overall direction of Intellitron's marketing effort, how would you rate:
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| 33. Doing Business With Intellitron
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In evaluating Intellitron's competitive position, we are:
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| 35. To what extent do you plan to give Intellitron greater emphasis in your business over the next few years? |
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36. How long have you been an Intellitron Reseller?
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| 37. How much of your business volume is accounted for by product bought through Intellitron? |
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| 38. Which of the following brands do you buy solely from Intellitron? |
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| 39. Compared to Tech Pacific/Ingram Micro, how does Intellitron offer advantages as a preferred source for product? |
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40. Compared to Tech Pacific/Ingram Micro, how does Intellitron's pricing structure offer advantages in profitability?
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41. Compared to Tech Pacific/Ingram Micro, how does Intellitron offer advantages in customer service?
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| 42. Overall, have actions taken by Intellitron senior sales and marketing over the past year had an impact one way or another on your business? |
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| 43. Describe which actions had the greatest impact on your business, and why: | | |
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| 44. Which of the following best describes the influence you feel you have with Intellitron senior management? |
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| 45. On average, which of the following best describes Intellitron management's timeliness in response to your requests and inquiries? |
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| 46. Which of the following administrative areas within Intellitron, would you say presents the greatest opportunity for improvement? |
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| 47. What suggestions do you have for Intellitron which would help you improve the success of your business next year? | | |
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| 48. Which of the following best describes your business facilities? |
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